Customer Care Associate

1 week ago

Portland, Maine, United States EnviroLogix Full time

Position Overview:

The role of the Customer Service Representative involves engaging with clients primarily through phone and email to gather essential information for processing orders and addressing inquiries, concerns, and requests regarding products and services.

Key Responsibilities:

  1. Adopt a mindset focused on continuous improvement, actively seeking opportunities to enhance the overall customer experience through both internal and external solutions.
  2. Address all customer requests promptly, anticipating their needs and coordinating timely responses both internally and externally.
  3. Establish new customer accounts, process orders, and manage requests through the ERP system while maintaining accurate records of customer interactions via Salesforce.
  4. Identify opportunities for upselling and collaborate with the sales team to escalate these prospects.
  5. Process refunds and credits in partnership with the Customer Service Manager as part of issue resolution.
  6. Engage with customer billing departments regarding overdue invoices to enhance compliance with billing terms.
  7. Prepare and distribute reports on customer activity or other requested documentation.
  8. Collaborate with internal departments, including Technical Support, Sales, and Shipping, to ensure customer concerns are resolved and orders are fulfilled.
  9. Log customer inquiries into the Salesforce tracking system to provide a comprehensive view of customer needs accessible to all relevant employees and departments.
  10. Cross-train team members on order processing procedures.
  11. Identify, develop, and document standard operating procedures (SOPs) for the customer service team.
  12. Adhere to established safety practices and work in a manner consistent with company safety policies, reporting any unsafe or hazardous conditions to the appropriate department.

Reporting Structure:

This position reports to the Customer Service Manager.

Required Skills:

  • Self-motivated with the ability to work effectively both independently and as part of a team.
  • Exhibit a positive work ethic and a passionate attitude.
  • Demonstrated ability to prioritize and execute tasks in a fast-paced environment.
  • Strong problem-solving skills and the ability to collaborate well within a team.
  • Excellent verbal and written communication skills.
  • Customer-centric approach is essential.
  • Experience with ERP systems (Epicor preferred) is advantageous.

Qualifications:

A high school diploma is required, along with prior experience in a customer support role.

Physical Requirements:

  • Ability to utilize a telephone for extended periods.
  • Ability to work on a computer for extended durations.
  • Ability to function effectively within an office environment.

Company Overview:

EnviroLogix is a global leader in the development of rapid detection technology for GMOs and mycotoxins. Our dedicated team monitors global challenges in the food production chain, proactively finding solutions to emerging issues. Since our inception in 1996, we have expanded our operations and maintained a commitment to innovation in diagnostic technologies.

We pride ourselves on being a dependable partner, sustained by exceptional customer service and support. Join our team and contribute to advancing diagnostic boundaries in life science laboratories, grain markets, and the food supply chain.

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